Toni Watkins
VA
Summary
Customer Service Representative delivering phone-based and in-person support across customer inquiries, account updates, and payment processing. Resolves issues by verifying information, answering questions, and routing requests to the correct department, processing 41+ payments per week. Supports a positive customer experience through accurate service and clear communication.
Overview
21
21
years of professional experience
Work History
Branch Specialist
AAA
06.2023 - 08.2024
- Greeting customers
- Customer Service, answering questions and problem solving
- Answering phones, transferring calls to the appropriate departments
- Verifying customers information for DMV processing
- Merchandising and sales for AAA customers
- Processing DL/Vehicle Registration
- Processing plates/Titles and registration
- Notary
- Process payments
- 2725 Mosside Blvd
- Monroeville Pa, 15147
- June- 2023 - August- 2024
Assistant Manager
Artcraft Management
07.2021 - 12.2022
- Has the authority to administer rental and marketing programs as directed by company policies and procedures and to make recommendations to the Property Manager or Senior Manager to increase profitability.
- Responsible for acting as the Artcraft Management representative by conveying the benefits of the community when the Property Manager is not present by performing the following duties.
- Frequent contact with tenants, clients, owners, contractors’ vendors/suppliers.
- Demonstrates and leases apartments/space through use of effective selling techniques; for a thorough knowledge of the market, including knowledge of competition and analysis of market data, and for prospect generation through Prospect follow-up.
- Develops knowledge of rental policies and procedures as well as daily administrative requirements of the leasing and management office.
- Develops thorough knowledge of the apartment community, its competitors, and the surrounding neighborhood; by shopping all competitors and through networking.
- Develops knowledge of all reports and logs that are done at the site level.
- Presents the community and its amenities to all prospective residents, including features and benefits, effectively and professionally.
- Maintains resident retention programs, including sending renewals, birthday cards, etc.
- Rent collecting, emails, problem solving and answering calls. Perform other related duties as assigned by management.
- Village at England Run Townhomes/Crescent Pointe Townhomes
- July-21- Dec-22
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Generated repeat business through exceptional customer service.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Benefits Verification Specialist
CVS Caremark
01.2012 - 06.2015
- Verify insurance coverage for both new and existing patients
- Process patient prescription orders in a timely manner
- Demonstrate excellent customer service skills to patients healthcare professionals and insurance carriers
- Understand concepts including knowledge of government and patient assistance programs
- Completing and following up with prior authorizations
- Collected and posted payments for patients’ medication
- Monroeville, PA
- January-13-June-15
Admin Assist/Receptionist
UPMC Shadyside Family Health Center
07.2010 - 04.2012
- Perform routine clinical duties in a fast pace environment
- Schedule appointments; make follow-up appointments
- Verify information in EPIC
- Answer, screen and route incoming calls and messages
- Greet and direct patients to the appropriate areas
- Assist in follow-up in routine reports
- Comply and analyze basic information
- Pittsburgh, PA
- July-10-April-12
Assistant Community Manager
Windsor Park Apartments
05.2006 - 11.2006
- Responsible for developing and maintaining databases and spreadsheets
- Coordinate and schedule contractors and clients
- Handle client request, complaints, and account information
- Woodbridge, VA.
- May 2006 – November 2006
Leasing Consultant
Glen Arbor Apartments
10.2003 - 03.2006
- Answered incoming calls and resolved customer complaints
- Managed employee payroll and coordinated office schedule
- Drafted memos, letters, and compiled monthly reports
- Woodbridge, VA.
- October 2003 – March 2006
Education
Certificate of Completion - Clerical
Northern Virginia Community College
Woodbridge, VA05.1996
Associates Degree - Retail Management
Bradford Business School
Pittsburgh, PA06.1989
Skills
Customer service
Confidentiality
Basic math skills
Organization skills
Front desk operations
Lease administration
Rent collection
Tenant communication
Vendor coordination
Records management
Timeline
Branch Specialist
AAA
06.2023 - 08.2024
Assistant Manager
Artcraft Management
07.2021 - 12.2022
Benefits Verification Specialist
CVS Caremark
01.2012 - 06.2015
Admin Assist/Receptionist
UPMC Shadyside Family Health Center
07.2010 - 04.2012
Assistant Community Manager
Windsor Park Apartments
05.2006 - 11.2006
Leasing Consultant
Glen Arbor Apartments
10.2003 - 03.2006
Associates Degree - Retail Management
Bradford Business School
Certificate of Completion - Clerical
Northern Virginia Community College